{"id":7331,"date":"2016-03-07T16:06:21","date_gmt":"2016-03-07T16:06:21","guid":{"rendered":"https:\/\/blogs.edgehill.ac.uk\/ls\/?p=7331"},"modified":"2016-03-07T16:06:21","modified_gmt":"2016-03-07T16:06:21","slug":"learning-services-continue-to-go-the-extra-mile-2","status":"publish","type":"post","link":"https:\/\/blogs.edgehill.ac.uk\/ls\/2016\/03\/07\/learning-services-continue-to-go-the-extra-mile-2\/","title":{"rendered":"Learning Services continue to go the extra mile!"},"content":{"rendered":"<p>Not only are\u00a0we celebrating our 12th year of Customer Service Excellence (where does the time go?!) &#8211; but following our full 3 year re-accreditation in January 2016, we are delighted to announce that Learning Services are fully compliant in all 57 elements of the award PLUS we received another 2 compliance pluses for going that &#8216;extra mile&#8217; for customers.<\/p>\n<p>After his visit in January the assessor gave this feedback:<\/p>\n<p><em><strong>&#8220;There is a determination shown by staff to provide a quality service and go above and beyond expectations of customers. A positive caring attitude in their approach and an obvious interest in meeting their customers\u2019 needs was evident during the assessment. There was also a strong determined leadership from senior management with the customer at the heart of their plans and service. \u00a0It was clear that all staff are committed and motivated to promote the best service possible through a customer focused approach.&#8221;<\/strong><\/em><\/p>\n<p>In this our\u00a012th year as award holders, we are delighted that our work continues to be recognised in this wa<a href=\"https:\/\/blogs.edgehill.ac.uk\/ls\/wp-content\/uploads\/sites\/62\/2011\/04\/Front-of-library-09.jpg\" rel=\"attachment wp-att-1633\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-1633\" src=\"https:\/\/blogs.edgehill.ac.uk\/ls\/wp-content\/uploads\/sites\/62\/2011\/04\/Front-of-library-09-1024x928.jpg\" alt=\"University Library\" width=\"149\" height=\"135\" srcset=\"https:\/\/blogs.edgehill.ac.uk\/ls\/wp-content\/uploads\/sites\/62\/2011\/04\/Front-of-library-09-1024x928.jpg 1024w, https:\/\/blogs.edgehill.ac.uk\/ls\/wp-content\/uploads\/sites\/62\/2011\/04\/Front-of-library-09-300x272.jpg 300w, https:\/\/blogs.edgehill.ac.uk\/ls\/wp-content\/uploads\/sites\/62\/2011\/04\/Front-of-library-09-150x136.jpg 150w\" sizes=\"auto, (max-width: 149px) 100vw, 149px\" \/><\/a>y. \u00a0The first compliance plus we received\u00a0was for our\u00a0peer review framework that underpins all our sessions with customers, on a 1-2-1 or group basis, the second compliance plus was for MAVIS (Mobile Audio-Visual Information Service) which is an app designed by our classroom support team to\u00a0provide staff with information about known technical issues in classrooms across campus.<\/p>\n<p>So where did our journey begin? \u00a0In\u00a02004 Learning Services were one of a small number of academic libraries who achieved the award\u00a0(originally called Chartermark). \u00a0In 2010 the government reviewed the award and it became known as Customer Service Excellence.<\/p>\n<p>What is Customer Service Excellence? \u00a0The award is based on 5 key strands:<\/p>\n<ul>\n<li>Customer Insight; knowing who your customers are,\u00a0consulting with them, involving them in decision making.<\/li>\n<li>Culture of the Organisation; showing a commitment to building a customer focused culture right through the organisation from senior managers\u00a0to the front line staff.<\/li>\n<li>Information and Access; providing\u00a0accurate and comprehensive information\u00a0and ensuring it is\u00a0delivered via\u00a0most appropriate channels.<\/li>\n<li>Delivery; achieving positive\u00a0outcomes for customers, listening to their\u00a0views, achieving key performance targets.<\/li>\n<li>Timeliness and Quality; ensuring\u00a0prompt action, keeping to agreed timescales, always trying to ensure that speed of service\u00a0doesn&#8217;t come at the expense of quality.<\/li>\n<\/ul>\n<p>Each strand is then broken down into a number of elements &#8211; 57 in total. \u00a0At our assessment in January the assessor reported\u00a0that Learning Services are fully compliant in all 57 elements of the award and commented:<\/p>\n<p><em><strong>&#8220;The service offered to customers continues to develop and there is a real commitment to provide the best service to customers through a committed staff enabling the customers\u2019 individual needs to be met with positive results.&#8221;<\/strong><\/em><\/p>\n<p>If you would like to find our more about Customer Service Excellence in Learning Services visit our <a href=\"https:\/\/www.edgehill.ac.uk\/ls\/about\/cse\/\" target=\"_blank\">web pages<\/a>\u00a0or contact <a href=\"mailto:helen.jamieson@edgehill.ac.uk\" target=\"_blank\">helen.jamieson@edgehill.ac.uk<\/a><\/p>\n<p>Helen Jamieson<\/p>\n<p>Customer Services Manager<\/p>\n<p><a href=\"https:\/\/blogs.edgehill.ac.uk\/ls\/wp-content\/uploads\/sites\/62\/2011\/02\/Helen_Jamieson.jpg\" rel=\"attachment wp-att-1082\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft size-full wp-image-1082\" src=\"https:\/\/blogs.edgehill.ac.uk\/ls\/wp-content\/uploads\/sites\/62\/2011\/02\/Helen_Jamieson.jpg\" alt=\"Helen_Jamieson\" width=\"100\" height=\"125\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Not only are\u00a0we celebrating our 12th year of Customer Service Excellence (where does the time go?!) &#8211; but following our full 3 year re-accreditation in January 2016, we are delighted to announce that Learning Services are fully compliant in all 57 elements of the award PLUS we received another 2 compliance pluses for going that [&hellip;]<\/p>\n","protected":false},"author":786,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1421],"tags":[],"class_list":["post-7331","post","type-post","status-publish","format-standard","hentry","category-customer-services"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Learning Services continue to go the extra mile! - Library &amp; Learning Services<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blogs.edgehill.ac.uk\/ls\/2016\/03\/07\/learning-services-continue-to-go-the-extra-mile-2\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Learning Services continue to go the extra mile! - Library &amp; 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